Customer Service Agent - Cape Town, South Africa - Bet

Bet
Bet
Verified Company
Cape Town, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

The Company

Role Name:
Customer Service Agent


Location:
Somerset Road, Green Point, Cape Town


Hours of work:
Weekday shift: 07h00-16h00 and 15h00-00h00, Weekend shift: 08h00-16h00 and 15h00-23h00 and on call schedule


Role summary:


A Customer Service Agent is required to improve customer satisfaction, customer service efficiency, overall customer retention rate as well as improve the total experience of customers.


Daily Responsibilities:


  • Effectively resolve customer queries and concerns via Zendesk using indepth knowledge of the product in a timeous manner.
  • Effectively clarifying the customer's complaint; determining the cause of the problem and establishing the best resolution for the client.
  • Strong understanding of traditional customer service channels is required.
  • Understand sports betting bonuses systems and promotions.
  • Identify and report on trends in customer behavior where required.
  • Manage high volumes of incoming customer queries.
  • Work effectively in a team environment.
  • Excellent time keeping and resilience to pressure.
  • Assist the CS Team Leaders and Manager with day to day requirements of the CS department.
  • Have a friendly, enthusiastic attitude and be able to thrive in a fastpaced 7 daysaweek environment.
  • Identify and refer high value accounts to the VIP team.
  • Willingness to work alternating shifts.
  • Weekday shift: 07h0016h00 and 15h0000h00, Weekend shift: 08h0016h00 and 15h0023h00 and on call schedule.

Requirements:


  • Proven 12 year's experience working in customerfacing role
  • Experience in providing customer service support
  • Great report writing and providing feedback
  • Proficiency in English
  • Working knowledge of customer service software, databases and tools
  • Strong telecommunication skills and written communication
  • Ability to meet personal and team KPI's
  • Ability to manage high volumes of incoming customer queries
  • Works well in a team.
  • Ability to communicate in more than one language is advantageous
  • Time management skills
  • Attention to detail
  • Customer orientated
  • Enthusiasm
  • Works well under pressure
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